Drive innovation, performance and improvement
Join us for our virtual conference where we’ll be covering the most pressing issues facing contact centers today - from shifting customer behaviors to rapidly evolving tech and teams.
✅ Ideal for Quality Managers and Contact Center leaders
✅ Mix of keynotes, interactive masterclasses and panels
✅ Take away new ideas, practical advice and strategic insight
Event highlights
14:00 Welcome
14:15 Erica Farmer: The skills needed to manage a blended team of AI and human colleagues
Erica Farmer, Co-Founder of Quantum Rise Talent Group and podcast host
Hear from one of the industry's leading voices on AI. Erica will share how to employ a ‘leapfrogging’ strategy as a manager, so your team will fly in the age of AI. Plus, discover why blending tech and teams should be the number one priority for any manager and leader right now.
14:45 Ben Cave: 5 ways predictive metrics will shape the contact center
15:15 Katie Stabler: Why customer experience is key to unlocking innovation
15:30 Rob Wilkinson & Simon Poland: How to lay the foundations for a successful AI roll-out
Rob Wilkinson, CX Solutions Consultant at evaluagent & Simon Poland, Director of Professional Services at evaluagent
Not everyone is excited by AI. In fact, it can feel like just another thing on your list to be investigating, implementing and monitoring. All this, amongst the other business-critical priorities and challenges you’re handling each day.
If this sounds like you, this session is ideal for you. evaluagent's resident experts Rob Wilkinson and Simon Poland will give a whistle-stop tour of the prerequisites to AI in the contact center, covering everything operations, goals, working with a trusted vendor, getting buy-in and managing expectations. Not to be missed if you’re considering how to make AI work for you.
16:00 Break
It's been a busy couple of hours! Take a moment to share what you've learned so far with other attendees in the Lobby, and top up your refreshments ready for round two.
16:15 Martin Teasdale: Team leaders’ and agents’ roles are changing – here’s how to support them
Martin Teasdale, Get Out of Wrap podcast host and Founder of the Team Leader Community
Today’s contact centers are a far cry from the telephone-only buzz of bygone years. Now, agents must be across compliance measures, trained to help vulnerable customers, and subject to more demanding conversations. Meanwhile Team leaders not only need to coach agents through these challenges, but also keep an eye on data and wider team goals.
So, what can you do to ensure these essential team members thrive? Get Out of Wrap host and Founder of the Team Leader Community, Martin Teasdale is well placed to shared advice, tactics and programs to help your team succeed against a backdrop of change.
16:45 Panel: 2025 and beyond: What’s next for the contact center?
Panel, chaired by Michelle Dinsmore, COO at evaluagent
The million-dollar question: what does the future hold for contact centers? Regulation changes, macro-economic trends and, of course, AI have all contributed to disruption over the past 12 months. So, what are contact center leaders focusing on for the year ahead?
Hear our panel of speakers from Ubisoft, AllClear Travel Insurance and First Central discuss their priorities for 2025, the best-in-class tech they're using to make it happen, and some of the trends they've seen throughout this year.
17:30 Scott Stephenson: Unlocking voice insights: The key to call center transformation
For contact center managers and QA teams, understanding the true voice of the customer is no longer an option—it’s essential for driving meaningful action. In this session, we’ll explore why AI-powered transcription is the key to uncovering valuable insights from every interaction point. From enabling sentiment analysis to powering real-time agent support, transcription acts as the foundation for transforming call center operations and elevating the customer experience.
Hear about practical tips for leveraging AI-driven transcription to analyze 100% of customer interactions, providing a clear roadmap for improving quality assurance, agent performance, and customer satisfaction.
17:55 Closing remarks
Frequently Asked Questions
What is the Contact Center Performance Summit 2024?
Can I participate in multiple sessions during the event?
Absolutely! While we'd love for you to stay the whole time, you're equally welcome to drop in and out for sessions that appeal most to you. The schedule is on this webpage, and will be emailed to you too.
Can I interact and ask questions during the summit?
During keynotes and masterclass sessions, you'll have the opportunity to interact and ask questions through the virtual event platform's interactive features.
When and where will the Contact Center Performance Summit take place?
The summit is an online event, so you can participate from anywhere so long as you have an internet connection! The summit will begin at 2pm BST and 9am EST on 16 October 2024
How can I stay updated on event news and announcements?
By registering for the summit, you will receive email updates and notifications about the event schedule, speakers, and any changes or additions to the program. Be sure to follow evaluagent on LinkedIn for more updates, resources and event highlights.
Is there a registration fee for the event?
No, the Contact Center Performance Summit is a free online event - easiest decision ever!
How do I register?
To register for the summit, click any of the 'Register now' buttons and follow the registration instructions provided.
What should I do if I encounter technical issues during the summit?
In case of technical issues, there will be support available through the virtual event platform. Look for assistance options provided within the platform.
Can I invite colleagues to join the summit?
Absolutely! The summit is open to anyone interested in contact center performance improvement. It's particularly relevant for contact center leaders, Quality Managers, and Team Leaders.